Key Responsibilities
Handle customer queries related to collections through calls, emails, and CRM.
Manage escalations received from RBI CMS, DAKSH, Cyber Cell, Fraud Complaints, Ministry of Consumer Affairs, PMO Portal, and other regulatory forums.
Coordinate with Internal Collections, Finance, Technology, BI, Operations, and Compliance teams for timely resolution.
Draft professional responses to customers and regulatory authorities.
Ensure adherence to RBI guidelines and internal compliance processes.
Track and monitor customer complaints through CRM platforms.
Maintain high service standards while ensuring collection objectives are achieved.
Prepare MIS, follow-ups, and closure reports for escalated cases.

Required Skills & Experience
2–5 years of experience in Customer Success, Collections, or Customer Service within an NBFC, Bank, Fintech, or Digital Lending company.
Strong understanding of Unsecured Loan Collections.
Experience handling RBI CMS, DAKSH, Cyber Cell, Fraud Complaints, Ministry of Consumer Affairs, PMO Portal,



and other regulatory/customer grievance platforms.
Hands-on experience with CRM platforms such as Kapture, Freshdesk, or similar ticketing tools.
Excellent written and spoken English with robust drafting skills.
Ability to manage difficult customer conversations professionally.
Good coordination and stakeholder management skills.
Proficiency in Microsoft Excel and reporting.

Preferred Candidate
Prior experience in a Digital Lending/NBFC workplace.
Knowledge of RBI Fair Practices Code and digital lending regulations.
Ability to work under pressure, manage multiple escalations, and meet strict TATs.
Robust analytical, problem-solving, and decision-making skills.

Key Internal Stakeholders
Collections Team
Finance Team
Technology Team
Business Intelligence (BI) Team
Operations Team
Compliance & Legal Team
RBI and Regulatory Response Team

📌 Customer Service Associate Mumbai Suburban
🏢 Bhanix
📍 Mumbai Suburban